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From Leading Shared Services to Supporting SEND Families – Meet Samantha Ryan

When it comes to shared service management, Samantha knows her stuff.With a career built on navigating fast-paced change, leading high-performing teams, and staying two steps ahead of the next big thing in business ops, she’s seen (and solved) it all. But Sam’s talents don’t stop at spreadsheets and strategy—she’s also the author of SEND Help!, a heartfelt and practical guide for parents navigating the world of Special Educational Needs.In this Q&A, Liam O'Flaherty sat down with Samantha to chat about the reality of leadership in shared services—what it takes to thrive, what’s changing fast (spoiler alert: AI is knocking at the door), and why staying human in the digital age might just be the most powerful skill of all.Whether you're eyeing your first step into a shared services role or already deep in the trenches, Samantha’s insights are refreshingly honest, full of warmth, and packed with practical takeaways. Let's dive in.What do you think future leaders should prioritise or focus on most in order to successfully make themselves appointable as a shared service manager?I think it’s less about ticking off qualifications and more about showing you can actually lead people through mess and change. You need to be someone who stays calm under pressure, communicates clearly, and isn’t afraid to get stuck in. If you’re the kind of person who sees a knot and wants to untangle it, you’re probably halfway there already. When leading a shared services team, you need to have one eye on how your operation is running right now and the other eye on what’s coming down the pipeline - the next new technology or shared services operating strategy. Curiosity is key to ensuring you always stay abreast of emerging technology and ways of working.What are both the best and the most challenging aspects of being a shared service manager of a fast paced business?The best bit is the variety - you’re never bored. You get to fix things, improve how stuff works, and genuinely help people. I have always found great joy in my work and being of service to others, whether that’s leading a shared service team, a purchase to pay department or as a global process owner. The hardest part? There’s always something going on. Priorities change quickly, and you have to juggle a lot without dropping the ball. It can be exhausting some days, but also really rewarding when you get it rightWhat are your opinions about the relationship between a shared service manager and the CFO and CEO? What is critically important in building a successful partnership and providing the right support to the CEO/CFO?Trust is everything. They need to know you’ve got the detail covered, that you’ll flag issues early, and that you’re not sugar-coating anything. It’s also about understanding what keeps them up at night and making sure the shared service function isn’t adding to that. You’ve got to be steady, honest, and clear with no fluff.What new key skills or attributes do you think the next generation of shared service managers are going to need to develop?Flexibility and digital confidence. Things move quickly now, and you’ve got to be open to learning new systems, new ways of working, and even letting go of old ways that aren’t cutting it anymore. People skills still matter too, probably more than ever. This current generation expect a work/life balance and flexibility – neither of which are bad things. So, ensuring you understand the needs of your team and the culture of your workforce is essential.Are new technologies like Artificial Intelligence having much of an impact on your role as shared service manager yet? What impact do you think they will have over the next few years?Absolutely, AI has arrived. The key is to understand it, leverage it and not be afraid. AI can be really useful to shared service teams. Some of the repetitive stuff is getting automated, which is a win if it means teams can focus on the work that really needs a human brain. Over time, I think we’ll lean on AI more and more. It’ll still need people who understand the bigger picture and can spot when something doesn’t feel right. Shared Service leaders need to embrace AI and make it work effectively for their business.Is it possible to maintain a reasonable work life balance at shared service manager Level or do you have to accept that there will be personal sacrifices in order to progress to that level?Honestly? There are busy seasons and tough patches where balance goes out the window. But I do think it’s possible overall, you just have to be clear with yourself (and others) about what’s non-negotiable. I’ve learned not to feel guilty about switching off, because you can’t pour from an empty cup.Away from core knowledge, what personality traits have been critical to your success as a shared service manager? Are these natural or have you worked on developing them?Patience, humour, and the ability to stay calm when things get chaotic. Some of that’s just who I am, but I’ve definitely had to work on things like not taking things personally and learning to pick my battles. It’s a people-heavy role, so you need thick skin, but also empathy. What is the one single best piece of advice you were given early in your career that still holds true today?“Don’t wait to feel ready - just start” and “dress for the job you want, not the job you’ve got” (I actually think I first heard that on a Jennifer Aniston movie years ago!). I’ve learned that you grow into roles, not the other way round. Don’t wait to be asked to step forward in your role. Go that extra mile. Say yes, even if your voice trembles as you say it. Most people are winging it to some degree anyway. In ConclusionSamanthas’s approach to leadership is the kind we all wish we worked with—real, grounded, and refreshingly human. From embracing AI to keeping empathy at the centre of decision-making, she reminds us that successful leadership isn’t about having all the answers—it’s about staying curious, stepping up, and staying calm when things get chaotic.Whether you're at the start of your shared services journey or eyeing your next big promotion, there’s something in Samantha’s story for everyone. And if you’re juggling a demanding role with life outside of work (who isn’t?), her reflections on balance, boundaries and being brave even when you’re not 100% ready hit just the right note.If you want to explore more of Samantha’s world beyond shared services, check out her brilliant book SEND Help!—a thoughtful, empowering guide for parents supporting children with Special Educational Needs. Because just like in business, when we work together, support each other, and lead with heart, amazing things happen.Looking for your next career move in finance or accountancy? At Sharp Consultancy, our expertise lies in matching your potential with the perfect temporary, interim, or permanent position. With a well-established presence in Leeds and Sheffield, our seasoned team of consultants extends their services across Yorkshire and beyond. Don't wait for opportunity to knock, reach out to us TODAYand let's chart your career path together.

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I want to look for a new job but I’m not sure where to start – what advice would you give?

Looking for a new job can be quite a challenge and requires time, effort and lot of research to ensure that you make the right decision. At the start of a new year in particular, a number of people decide that it is time to move roles – this can make the market more competitive. Before starting your search, there are few things that you should consider which will help you find your perfect role.

Why do you want to leave your current job?

It is vital that you try and pin down the reasons why you want to look for a new role. Is there something in your current role or company that is making you unhappy? Also try to work out if this feeling of dissatisfaction has been building for some time or if it is a recent development, perhaps stemming from a return to work after a holiday or break.

Often a break from the normal work routine can make us re-evaluate our choices or can highlight some areas of unhappiness which have been bubbling under the surface for a while but you haven’t had time to think about properly. Before looking at new roles, think about whether the things that you are unhappy about can be addressed by your current employer – for example, if the daily commute is having a negative impact is there flexibility in your working hours or options to work from home? If you are frustrated about a lack of progression opportunities, are there any upcoming projects which would give you exposure to new areas of responsibility?

If, after carefully examining your options, you can’t see any plausible solutions, then it may be time to look elsewhere.

Looking for a new job takes time

Once you have made the decision to actively search for a new role, don’t just rush into applying for any vacancy which sparks a little bit of interest. It is important to consider how this potential move could impact future career choices and how it may enable you to reach your longer-term goals.

Carefully consider what you want to gain and – just as importantly – what you don’t want from your next role. Once you get swept up in the excitement of a new offer it can be very easy to overlook some details which could put you right back where you started; by identifying what your lines in the sand will be, it will enable you to address any concerns during the recruitment process.

Research, research, research…

You want to arm yourself with as much information as you possibly can. Ensure you have a clear understanding of the skills and experience needed for the type of roles you are interested in and identify any areas where you need additional training or exposure to before you start applying.

As well as considering the role you would ideally like, take time to identify suitable companies and organisations that will be a good cultural fit. For example, if you thrive in a busy office environment, you are probably not best suited to a team that is primarily home-based.

Engage with a specialist recruitment consultant

Whilst there will be a number of vacancies posted on job boards and recruitment sites which you will be able to access yourself, it is worth remembering that there will be a vast number of other potential applicants all vying for the same roles. A specialist recruitment consultant that is focused solely on your industry sector (and quite often concentrating on roles at your level of experience) will have the inside track on the most attractive opportunities currently available, some of which will never make it to stage of being advertised publicly.

A good specialist will also be able to examine your career to date to give you a steer on the best routes to achieving your longer-term ambitions as well as offer a wealth of advice on how to champion your skills and experience to make you stand out to a future employer.

Take a targeted approach

Try to avoid the temptation to apply for lots and lots of vacancies simply because they look vaguely like a role you could do or be interested in. To stand the best chance of success, each application should be tailored specifically to the requirements outlined in the job role and description; this takes time so you should be looking to focus your efforts on a handful to key opportunities at a time – aim for quality not quantity.

Don’t lose sight of the end goal

Finding a new job can be a very time-consuming process; you might hit lucky and secure the perfect opportunity from your first application but more often or not you may find yourself going through the application and interview process several times before you achieve success.

Experiencing rejection can be demoralising but ensure that you get feedback on why you didn’t make the interview shortlist or get the final nod so you can learn and focus on improving your next application. Also, don’t be swayed into accepting an opportunity that isn’t right for you – think back to why you wanted to change roles in the first place and ensure that any move that you make is a sound one.

Good luck!

Sharp Consultancy specialises in the recruitment of temporary, interim and permanent finance and accountancy professionals. With offices in Leeds and Sheffield our highly experienced team of consultants recruit for positions throughout Yorkshire and beyond. CONTACT US today to find out more.

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